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Apple Senior Project Manager Contact Center Infrastructure United States, Texas, Austin 500521170
11.03.2025
Description
We’re looking for an outstanding Project Manager that brings deep technical proficiency alongside the skills more commonly associated with a PM, and that has a consistent record of leading diverse and complex projects from conception through implementation in the Contact Center as a Service landscape. In this role, you will traverse an array of project/program management skills (ex. Business analytics, process mapping and optimization, business and technical requirement creation, influencing solution architecture, evaluating solutions through testing, leading others through change) to a best-in-class Customer Contact system platform.- Conduct a detailed assessment of the current Genesys Engage environment, including architecture, integrations, and dependencies.- Develop a detailed migration plan, including timelines, resource requirements, risk management, and mitigation strategies.- Lead discussions about the design of the target Contact Center Infrastructure architecture, ensuring scalability, reliability, and compliance with standard methodologies.- Document integration points and ensure compatibility with existing systems and third-party applications.- Partner with Multi-functional teams about migration plan, including data migration, configuration replication, and system setup.- Lead teams through thorough testing and validation of the new environment to ensure all functionalities are working as expected.- Document all processes, configurations, and changes made during the migration.- Work closely with partners to ensure clear communication and alignment on migration objectives.- Provide regular status updates and progress reports to senior management and other relevant parties.- Lead all phases of projects within their portfolio, including: project scope definition, resource forecasting and allocation, as-is and to-be process mapping, business requirement documentation, technical requirement creation, project timeline creation, project documentation, project communications (status, risks, scope changes, etc.), organizational change, user/integration/production testing, project cutover/launches, retrospectives, and closeout. Be the voice of their body of work.- Communicate optimally and clearly to all levels of leadership within the organization, and drive discussions proactively when additional attention and focus is required.- Build tight-knit collaboration with partner teams both inside and outside of the organization, and use these strengths to positively influence the direction of their portfolio.- Participates in an inclusive environment through respecting each others’ differences and having the curiosity to learn.
Minimum Qualifications
- Minimum of 6-8 years of relevant professional experience working within a product, project, or program management role.
- Bachelors, Masters, or MBA or equivalent experience.
Preferred Qualifications
- Experience with Genesys Engage platform or related enterprise CCaaS platforms.
- Demonstrable experience in migrating to Contact Center as a Service (CCaaS) providers.
- Experience with database management and data migration techniques.
- Knowledge of networking concepts, VoIP, SIP, and telecommunication systems.
- Excellent problem-solving and analytical skills.
- Good communication and social skills.
- Ability to work independently and as part of a team.
- Meticulous with strong organizational skills.
- Genesys Certified Professional (GCP) in Engage and/or Cloud.
- Experience with Agile methodologies and project management tools.
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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